ServiceNow for HR Access Requirements
This document outlines the access required for Moveworks/ServiceNow HR Integration for ticketing.
Roles Required:
Moveworks requires the following role:
sn_hr_sp.admin- Used to ingest HR Record Producer Form Details (destination table, scripts, etc.)
Table + Attributes Required:
Moveworks may read the following fields, exact field names may vary based on customization done to your ServiceNow instance. If you have a custom field that is used in place of one of the out of the box fields specified below, please include access to that field when integrating with Moveworks.
| Table/ API | Attributes Used | HTTP Methods Used & Use Case |
|---|---|---|
/api/now/table/sn_hr_core_case | Outlined below | POST: Create Case, PUT: Update Case GET: Retrieve Case Details |
/api/now/v2/table/sc_item_produced_record | sys_id, record_key, sys_updated_by, task, sys_created_on, sys_mod_count, producer, record_table, sys_updated_on, sys_tags, sys_created_by | GET: Retrieve Ticket Status |
/api/now/v2/table/sys_journal_field | sys_id, sys_created_on, name, element_id, sys_tags, value, sys_created_by, element | GET: Retrieve Ticket Comments & Work Notes |
/api/now/v2/table/sys_user | sys_id, other directory attributes | GET: Retrieve Users |
/api/now/v2/table/kb_knowledge | all | GET: Retrieve Knowledge articles |
Update Set Installation
Click here to download and install the Moveworks ServiceNow update sets.
The Moveworks bot can respect user criteria for knowledge articles and catalog items.
To set this up, please install the Moveworks update sets into your ServiceNow non-production and production instances.
After installing the update sets, a new role called moveworks_user is added to your instance. This role will need to be assigned to the Moveworks service account.
For more information on what the update sets contain, see this document.
Detailed Reasons for Attribute on HR Case Table:
The following attributes should be granted if they exist. If they do not exist, you can omit granting the access.
| Field Name | Access Level | Business Justification |
|---|---|---|
| active | READ | Used to only read active tickets when presenting back a user’s ticket statuses. |
| close_notes | READ | Used to notify users on ticket updates when ticket is resolved |
| closed_at | READ | Used when querying & filtering tickets |
| closed_by | READ | Used when querying & filtering tickets |
| comments | READ | Used to notify users on ticket updates |
| description | READ | Used when querying & filtering tickets |
| details | READ | Used when querying & filtering tickets |
| due_date | READ | Used when querying & filtering tickets |
| location | READ | Used when querying & filtering tickets |
| number | READ | Used when querying tickets |
| opened_at | READ | Used when querying & filtering tickets |
| opened_by | READ | Used when querying tickets |
| opened_for | READ | Used when querying tickets |
| parent | READ | Used when querying tickets |
| priority | READ | Used for Filtering our high priority tickets |
| reassignment_count | READ | Used for Ticket Triage |
| state | READ | Used when querying tickets |
| sys_id | READ | Used when querying tickets |
| sys_updated_by | READ | Used when querying tickets |
| sys_updated_on | READ | Used when querying tickets |
| sys_class_name | READ | Used to query the correct type of tickets |
| watch_list | READ | Used for watcher ticket notifications |
| impact | WRITE | Used when creating tickets |
| urgency | WRITE | Used when creating tickets |
| contact_type | WRITE | Used when creating tickets |
| assignment_group | WRITE | Used when creating tickets |
| short_description | WRITE | Used when creating tickets |
| description | WRITE | Used when creating tickets |
| opened_for | WRITE | Used when creating tickets |
| caller | WRITE | Used when creating tickets |
| service_offering | WRITE | Used when creating tickets |
| subject_person | WRITE | Used when creating tickets, and showing ticket status. |
Standard Fields for Ticket Actions (Create, Comment, etc.), Support, and Debugging
Optional Fields Based on if they are used in your ServiceNow environment
- task_effective_number - READ
- skip_auto_assign - READ
- skip_automatic_user_acceptance_state - READ
- universal_request - READ
- transferred_from - READ
- time_worked - READ
Updated 6 months ago